Customer Retention Director

At Airalo, we're making it easier for people to stay connected wherever they travel. As the world's first eSIM store, we help millions of travelers access affordable mobile data in 200+ countries and regions around the world. As Customer Retention Director at Airalo, you will own how we drive repeat usage, engagement, and long-term customer value. This role is about building a lifecycle system that drives real behavior, not just running campaigns. You will define how we activate users, bring them back, and increase frequency over time, owning retention as a system across CRM, Product, and Data, ensuring lifecycle is a core driver of revenue.

Responsibilities

Own retention as a cross functional system spanning CRM, Product, and Data; Define lifecycle strategy across activation, retention, engagement, and referral; Lead CRM channels end to end (push, email, in-app messaging, app inbox); Define and drive Product requirements across onboarding, engagement, and lifecycle UX; Build and scale a lifecycle system that drives repeat usage and revenue; Work with Data and CRM to refine segmentation strategy across user types, markets, and behaviors; Design and run experiments across messaging, timing, journeys, and incentives; Partner with Data to define measurement frameworks, segmentation, and incrementality; Own how incentives (discounts, Airmoney, referrals) are used within lifecycle; Establish clear communication rules to avoid fatigue and overlap; Identify and prioritize the highest impact lifecycle opportunities; Translate insights into actionable changes across CRM and Product

Requirements

English communication skills (comfortable communicating in meetings and async); 10+ years in CRM, lifecycle, retention, or growth roles; Experience owning lifecycle strategy in a B2C or mobile-first company; Strong hands-on experience with CRM platforms (CleverTap, Braze, Iterable, etc.); Proven ability to drive measurable improvements in retention, LTV, or repeat rate; Strong experimentation mindset (A/B testing, cohort analysis, incrementality); Deep understanding of user segmentation and lifecycle journeys; Ability to work cross-functionally with Product, Data, and Growth teams; Strong analytical thinking with the ability to turn data into decisions

Nice to have

Experience in mobile apps, travel, or marketplace businesses; Familiarity with tools like Firebase, GA4, Adjust, or similar; Experience with loyalty programs, referral systems, or incentive design; SQL or technical background for working with data teams

Benefits

Stability; Flexibility; Work-life balance